Complaints

This profile includes complaints for Hilltop Inn and Suites's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hilltop Inn and Suites

  373 Norwich-Westerly Rd North Stonington, CT 06359-1516

• 

  Hilltop Inn and Suites

  PO Box 360 North Stonington, CT 06359-0360

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a stay for a vacation at Hilltop Inn and Suites for January 13th-16th and extremely disappointed. On our first night we were unable to sleep due to unattended, unsupervised children from a cheerleading competition that were running the corridor, loudly yelling, loud thuds and aggressive activity could not only be heard but felt throughout the wee hours of the morning between 2am-6am this continued. I called multiple times and the girl “ Genesee that answered the phone said she was aware of it already. I let her know my room number, but did not know which rooms it was coming from and was happening heavily in the corridor. When I called again she said she went to room 254 which was not correct ( mine was 230) so over 24 rooms away and seemed upset that I was bothering her again and complained that she already went and woke someone up from the wrong room. I let her know that it was continuing loud, obnoxious behavior and that the children are unattended and no parental supervision. My first call was around 3am, my second was around 4:30 am and the noise level and behavior did not cease until around 6am. We paid in full with hard earned money to be on a vacation and stay at a hotel that should have provided an atmosphere to be able to at least sleep during nighttime hours. I contacted the front desk attendant in the morning and was disgusted with her response. She said I shouldn’t have called at 3am, I should have gotten up out of bed and went outside in my pajamas in the freezing cold conditions and went to the office to let them know. I also should have moved my room at 3-4am instead of staying in the middle of 80 cheerleading competition families. None of those options were presented when I contacted them. I let her know that I didn’t know about a competition and the hotel should have placed those families together if they expected that behavior and that I am on vacation and should have an expectation to quiet hours to sleep that are enforced by hotel staff

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see my attached email and invoice charges to the Hilltop Inn And Suites in ***** *********** **
  My husband Michael and I stayed on 10/28/23 and as explained in my attached email were accused of unreasonable accusations, were spoken to billigerantly, stalked by the front desk clerk while claiming he had video of the accusation of my husband doing #2 on the lawn in front of the front desk entrance at 6am. I would appreciate a response and a refund. I travel with my Service dog which they were aware of, but my first time staying there. I suffered an anxiety attack that morning after speaking to him with his rude attitude and the way we were treated for no reason at all. He refused to show the video or provide his name or the mangers name. Any help would be greatly appreciated. Thanks, ***** *****

  Business Response

  Date: 11/07/2023

  Dear ***** *****
  
  
  Thank you for your email. We apologize for any inconvenience caused during your stay. I will address this with the front desk associate to find out more. Nonetheless we are sorry. Since your booking was through ******* and paid through *******, they will have to refund the amount back to you. 
  
  
  Once again, please accept our sincerest apologies. We always strive to exceed the expectations of all our guests
  
  
  Thanks
  
  
  Management 

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***** *****

  As far as the refund I will take that up with *******.

  I do not accept this response as I want to know who the manager is that responded to my complaint. There needs to be consequences for his actions. There is no name and I deserve to know who the "management" is for all I know it could be this disgruntle and rude person that is covering their butt. I think we deserve to know who we ate dealing with and that he will not bully other innocent customers. Also, he mentioned that he had on video from Oct 29 at 6am my husband taking a #2 and pulling up his pants . I demand to see this so called video because if he had a video he would have himself on it harassing my husband and stalking him while walking our service dog. I hope you can help resolve this for us. 

  thanks,

  ***** *****

  Business Response

  Date: 11/08/2023

  Dear ***** *****,

   

  Thank you for your understanding. We have responded to ******* to process the refund as of yesterday. 

   

  Thank you

   

  Management

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a stay at this Hilltop Inn & Suites , ***** ********** ** for dates May 6th-May 7th 2023. Upon booking I received a text from my bank of potential fraud with my booking. I then called the hotel to confirm my booking and spoke with Dom on Monday, March 20th. Dom advised he was with a customer and to call back. I called back and he said my reservation was canceled. I then called my bank and they stated the charge was pending and not canceled. I then called the hotel back again and got Dom again. I tried to explain that my bank said the reservation was still pending. Dom looked again and confirmed my reservation was still in the system. I requested him to cancel the reservation and he began to get very hostile. He then says " Will you just shut up!" I asked to speak to a manager and he said there is no manager around. I asked when the next person comes on the shift and he said at 3pm but they are not a manager. I tried to look online for a corporate office but have been unsuccessful in contacting the owner of this hotel. I don't feel comfortable staying at this hotel due to the verbal confrontation with their employee Dom. I would like this hotel to refund me my money that was charged for my one night reservation. I have since reserved another hotel but I feel helpless in this situation. Why should I have to lose $180 due to a rude employee and not even having an opportunity to discuss this situation with an owner. I work hard for my money and I don't wish to just give it away to this hotel. Please help me with this matter. Thank you **** *****.

  Business Response

  Date: 03/24/2023

  Dear **** *****

   

  We sincerely apologize for any inconvenience caused when you called the Hotel. This is the first time we have had a complaint against our team. We always strive to exceed the expectations for our guests and we take pride in it. I did speak to the team member that you referred to and he has never spoken to any of our guests like that ever. He did mention that during your conversation that you did threaten him about something he has no control over. 

  Regarding your reservation, the reason why you called the hotel and spoke to the team member, you made the reservation through a third party that we have no control over. The Hotel has NOT taken any money as we do not charge until the arrival date. So we are not aware of what you are referring to for a refund. Please reach out to the website that you made the reservation if you have been charged. Your credit card statement will clearly state whom you paid. It is clearly not the Hotel name on it for sure, as we do not have your credit card information. 

   

  Please check your email or call the concerned regarding your charges on your card. 

   

  Thank you